Handling Difficult Colleagues and Customers (SkillsFuture Credit-eligible)

After taking this workshop you should be able to:

• Analyse situations, yourself and others to better understand workplace conflict
• Select from and use conflict handling strategies to resolve a range of challenging situations
• Manage emotions and defuse difficult situations, resulting in positive outcomes.

Understanding the nature of conflict

• Identifying your difficult situations and people
• Defining conflict
• The root causes of conflict

Understanding your reactions to conflict

• Hot buttons
• Blaming
• Assumptions about behaviours

Acknowledging others’ preferences in conflict situations

• Values, expectations and psychological contract
• Communication preferences
• Establishing common ground and flexing

Conflict management

• Five conflict management strategies
• Your conflict, your choice
• Collaborative and creative solutions

Mindful communication in conflict situations

• Being a good listener
• Non-violent communication
• Validating perceptions using empathy

Managing stress during conflict situations

• Tuning in to what your body is telling you
• Managing your stress
• Resilience and its five components

Proactive approaches to conflict

• Avoiding escalation
• Preventative strategies
• Reacting to criticism

Handling conflict at work – mini-clinic

• Improving a key situation at work
• Evaluating performance
• Setting goals

Find out why you should choose us and how we deliver our workshops face-to-face or online.